PCOIP desktop sessions freezing

[IamAshwin7]

PCOIP session freezing intermittently for users.

A closer look into the PCOIP server logs revealed the error code pointing to the error "PCoIP session terminated due to login from an alternate location". Any ideas on resolution.

[BenFB]

Is the sessions freezing and then resuming or being disconnected?

A freezing session is due to a communication issue between the endpoint and Horizon Agent (If you are doing any tunneling it could also be between that device). This can be due to a network communication issue (latency/packet loss) or high utilization on the guest or host that is causing a communication issue (latency/packet loss).

If the session is being disconnected along with that error message it's due to someone logging in with the same username from a different endpoint.

[IamAshwin7]

The sessions are getting stuck with black screen it can only be restored by resetting it from the Vcenter console

[IamAshwin7]

Following are the PCOIP log snippets if that helps

2019-06-06T08:05:26.865+02:00> LVL:2 RC:  0     SERVER :handle_null_option_msg_from_agent: sending back updated session tag

2019-06-06T08:05:26.865+02:00> LVL:0 RC:  0     SERVER :==> WindowProc: Detected WM_DEVICECHANGE event (0 x 0)

2019-06-06T08:05:26.912+02:00> LVL:2 RC:  0     SERVER :server mailbox: MBX_SHUTDOWN with agent disconnect reason code (0x5)

2019-06-06T08:05:26.912+02:00> LVL:2 RC:  0     SERVER :server mailbox: Stopping mailbox message loop

2019-06-06T08:05:26.912+02:00> LVL:2 RC:  0     SERVER :server main: got terminate application message

2019-06-06T08:05:26.912+02:00> LVL:2 RC:  0     SERVER :server main: exiting

2019-06-06T08:05:26.912+02:00> LVL:2 RC:  0     SERVER :server cleanup: tearing down pcoip with agent disconnect reason code(5) and waiting

2019-06-06T08:05:26.912+02:00> LVL:1 RC:  0     SERVER :map_agent_to_tera: DISCONNECT_FOR_RECONNECT -> TERA_DISCONNECT_CAUSE_HOST_BROKER_RECONNECT

2019-06-06T08:05:26.912+02:00> LVL:0 RC:  0    MGMT_SESS :Tearing down the session

2019-06-06T08:05:26.912+02:00> LVL:1 RC:  0      VGMAC :Stat frms: R=000000/000000/000000 T=000000/000000/000000 (A/I/O) Loss=0.00%/0.00% (R/T)

2019-06-06T08:05:26.912+02:00> LVL:2 RC:  0     COMMON :TERA_PCOIP: SESSION_EVENT=TERA_MGMT_SYS_SESS_EVENT_RESET, disconnect cause (0x105)

2019-06-06T08:05:26.912+02:00> LVL:2 RC:  0     SERVER :server main: cb_notify_session_status called (mask 0x10) with tera_disconnect_cause (0x105)

2019-06-06T08:05:26.912+02:00> LVL:2 RC:  0     SERVER :server main: TERA_MGMT_SYS_SESS_EVENT_RESET with disconnect cause (0x105).

2019-06-06T08:05:26.912+02:00> LVL:1 RC:  0     SERVER :map_tera_to_agent_close_code: TERA_DISCONNECT_CAUSE_HOST_BROKER_RECONNECT -> PCOIP_AGENT_CLOSE_CODE_BROKER_INITIATED

2019-06-06T08:05:26.912+02:00> LVL:2 RC:  0     SERVER :connection_closed: code = 2.

2019-06-06T08:05:26.912+02:00> LVL:1 RC:  0      VGMAC :Session stats: Average TX=0 average RX=0 (Mbps) Loss=0.00%/0.00%

[BenFB]

Can you share a screenshot of the pool settings? Is this a floating pool with shared user accounts?

[IamAshwin7]

Yes Ben,Its a floating pool of desktops.